What are the responsibilities and job description for the Business Operations Director position at Bamboo Insurance?
Job Summary:
Bamboo Insurance is committed to delivering a superior experience to our customers and business partners. We strive to accomplish our goals through exceptional people and state-of-the-art technology. To continue delivering at a high level, we're seeking a dedicated and experienced individual to join our team as an Operations Manager over our call center.
Responsibilities:
- Manage and supervise a team of call center team leads and agents, including hiring, training, and performance evaluation.
- Monitor call center performance metrics and implement strategies to improve efficiency and productivity.
- Develop and implement call center policies, procedures, and resources to ensure quality customer service.
- Handle escalated customer complaints and provide solutions in a timely and efficient manner.
- Collaborate with other departments to ensure seamless communication and coordination.
- Analyze call center data to identify trends and opportunities for improvement.
- Stay up-to-date with industry trends and best practices to enhance call center operations.
- Manage the coaching and development of direct reports to support the department's growth and scalability.
Requirements:
- Strong people management skill set: Hiring, training, supervision, coaching, mentoring, and developing top talent.
- Strong analytical and problem-solving abilities.
- Proficiency in call center software and CRM systems.
- Strong knowledge of customer service principles and practices.
- Excellent interpersonal, written, and verbal communication skills.
- Ability to establish rapport, credibility, trust, and positive relationships with direct reports, including those working remotely.
- Familiarity with omni-channel operations structure that interacts with customers through different touchpoints.
- Ability to effectively plan and prioritize work activities.
- Ability to work with standard office technology, including Microsoft Office Suite.
- Familiarity with using third-party vendors to complete business functions.
- Facilitate an environment that encourages and develops new ideas from employees and management peers.
Preferred Qualifications:
- Currently hold (or willing to obtain) a Utah P&C insurance license.
